Back to jobsCompetencies:
Financial acumen - Interpreting and applying understanding of key financial indicators to make better business decisions.
Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
Customer focus - Building strong customer relationships and delivering customer-centric solutions.
Directs work - Providing direction, delegating, and removing obstacles to get work done.
Ensures accountability - Holding self and others accountable to meet commitments.
Manages conflict - Handling conflict situations effectively, with a minimum of noise.
Diagnostics Application - Translates customer complaints to develop troubleshooting plan; troubleshoots issue following guided work flows, procedures, specialized equipment such as mechanical and electronic service tools, and diagnoses computer software to isolate failed components to enable a successful repair; validates repair by duplicating complaint to ensure it has been resolved; documents results of troubleshooting in business systems to communicate what has been done for payment and historical tracking.
Electronic Service Tool Application - Identifies the suite of available hardware and software tools required for a service event; utilizes the appropriate electronic tool set to maintain the product or diagnose and troubleshoot an issue; interprets electronic tool results or recommendations to determine next steps for service resolution.
Service Documentation - Creates and verifies customer, equipment and technical information; captures specific data using required service tools; follows procedures and documents required information in the service management system in order to have an accurate record of the work done.
Technical Escalation - Obtains product technical issue information and utilizes available resources including data management tools; elevates issues to a higher level of expertise, balancing timeliness of customer response with investigation efforts; captures all troubleshooting steps in the appropriate database in order to ensure seamless transitions and accurate response to ticket resolution in a timely manner.
Warranty Process - Analyzes customer issues to verify root cause of failure and associated progressive damage using Cummins published service information; interprets the warranty administration manual to determine eligibility for coverage and claim requirements; identifies items associated with repair that can be covered and communicates to stakeholders; files a claim in the appropriate system using proper documentation and requirements to receive accurate settlement.
Values differences - Recognizing the value that different perspectives and cultures bring to an organization.
Education, Licenses, Certifications:
College, university, or equivalent degree in a relevant discipline or relevant experience equivalent required.
This position may require licensing for compliance with export controls or sanctions regulations.
Experience:
Relevant work experience in a technical field, including team leadership experience, preferred.
Cummins is an equal opportunity employer. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, sex, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity, or other status protected by law.
Job Description
Job Summary:
Supervises small groups of employees who install, service, and repair equipment and machinery.
Key Responsibilities:
Supervises small groups of Service Technicians; coordinates and schedules Technician work schedules; communicates repair plans to Technicians aligned with customer quotes; monitors Technician productivity and repair quality. Provides coaching and feedback to individual Service Technicians; provides performance reviews and opportunities for professional growth. Provides some first level of support to Service Technicians requiring assistance; escalates technical support needs for resolution when needed. Assists with service logistics including use of materials, equipment, and employees ensuring safety, quality, and efficient operations. Assist with reviewing quotes for accuracy prior to communication to customers; provides updates on repair status and any plan or schedule changes. Monitors the status of open repairs with workshop technicians; addresses issues that impact completion of the repair plan in the time quoted to customers.Financial acumen - Interpreting and applying understanding of key financial indicators to make better business decisions.
Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
Customer focus - Building strong customer relationships and delivering customer-centric solutions.
Directs work - Providing direction, delegating, and removing obstacles to get work done.
Ensures accountability - Holding self and others accountable to meet commitments.
Manages conflict - Handling conflict situations effectively, with a minimum of noise.
Diagnostics Application - Translates customer complaints to develop troubleshooting plan; troubleshoots issue following guided work flows, procedures, specialized equipment such as mechanical and electronic service tools, and diagnoses computer software to isolate failed components to enable a successful repair; validates repair by duplicating complaint to ensure it has been resolved; documents results of troubleshooting in business systems to communicate what has been done for payment and historical tracking.
Electronic Service Tool Application - Identifies the suite of available hardware and software tools required for a service event; utilizes the appropriate electronic tool set to maintain the product or diagnose and troubleshoot an issue; interprets electronic tool results or recommendations to determine next steps for service resolution.
Service Documentation - Creates and verifies customer, equipment and technical information; captures specific data using required service tools; follows procedures and documents required information in the service management system in order to have an accurate record of the work done.
Technical Escalation - Obtains product technical issue information and utilizes available resources including data management tools; elevates issues to a higher level of expertise, balancing timeliness of customer response with investigation efforts; captures all troubleshooting steps in the appropriate database in order to ensure seamless transitions and accurate response to ticket resolution in a timely manner.
Warranty Process - Analyzes customer issues to verify root cause of failure and associated progressive damage using Cummins published service information; interprets the warranty administration manual to determine eligibility for coverage and claim requirements; identifies items associated with repair that can be covered and communicates to stakeholders; files a claim in the appropriate system using proper documentation and requirements to receive accurate settlement.
Values differences - Recognizing the value that different perspectives and cultures bring to an organization.
Education, Licenses, Certifications:
College, university, or equivalent degree in a relevant discipline or relevant experience equivalent required.
This position may require licensing for compliance with export controls or sanctions regulations.
Experience:
Relevant work experience in a technical field, including team leadership experience, preferred.
Acting as the primary point of contact for Clients, ensure the effective organization and management of on-site customer service processes, including diagnostics, repairs, maintenance, and warranty fulfillment at Customer sites, as well as the development of Service Technicians team. Responsibilities also include the following:
- Administrative and operational management of the assigned service group:
- Participation in and conducting annual performance evaluations of employees.
- Implementation of control over accountable funds and materials held by employees.
- Full cycle of interaction with the Customer and its Contractors during the organization of on-site service:
- Conducting negotiations with Customers on issues of concluding a service agreement.
- Working through the problems the Client faces and creating a plan to solve them.
- Alert the Quality and Operations Optimization Specialist to customer needs and concerns to collaborate on ways to improve existing processes.
- Monitoring the implementation of all required procedures and processes of the organization related to the provision of warranty support to the end user:
- Ensuring the service performance targets (KPIs), conducting an analysis and developing solutions for their improvement.
- Control over the volume and duration of WIP (Work In Process) within the target indicators.
- Providing the necessary support to the Customer during the work carried out by service group specialists.
- Calculation, formation and issuance of invoices to customers in accordance with the terms of provision of repair work, tariffs and other corporate policies of the organization.
- Monitoring the receipt of funds for invoices issued, as well as monitoring the signing of the necessary accounting documents by the customer, within the timeframes established by the organization’s procedures.
- Maintaining document flow within the area of responsibility and in accordance with the rules and requirements of the organization.
- Team management and staff development
- Provide individual training and feedback to Service Technicians; conduct performance evaluations and provide opportunities for professional growth.
- Maintaining a high level of motivation, qualifications and responsibility of employees.
- Conducting an analysis of the team's performance using corporate metrics.
- Participation in the development and implementation of measures to improve efficiency.